NABOCADO · Development NGO · 2025

Every IT issue on the record

7buildings, one ticket queue

Context

NABOCADO is a Catholic development organisation working across Ghana's Upper East Region, with staff spread over seven buildings and several field locations.

IT problems arrived by phone call and WhatsApp message. Nothing was recorded, nobody could say what had been fixed or when, and when auditors asked how IT support was managed, there was no trail to show them.

What we built

A web-based helpdesk where staff log tickets and follow them to resolution. Email notifications keep the requester and the technician on the same page without either chasing the other.

Anyone can check a ticket's status from a public lookup page — no login, no phone call.

Monthly management reports generate themselves, replacing the manual monthly write-up.

The system runs on Azure under a Microsoft nonprofit grant the studio helped the client redeem. Built with Node.js, Express, and PostgreSQL, deployed on Ubuntu with nginx, PM2, and Let's Encrypt.

Helpdesk ticket queue listing requests with department, priority, status, and resolution time — The ticket queue — every request, its status, and who owns it.

Single resolved ticket showing description, resolution notes, and timeline — One ticket's full history, from report to resolution.

Helpdesk overview dashboard with ticket volumes, priorities, and resolution-time charts — A year of support at a glance — volumes, priorities, resolution times.

Reports page with PDF export and the automated monthly report email schedule — The monthly report that used to be written by hand now sends itself.

How it went

Every issue since launch is on the record — who raised it, who fixed it, and how long it took.
Management gets its monthly report from the system, not from somebody's memory.
The helpdesk is live today across all NABOCADO sites.